Terrible Customer Service

GoldCar Rental - www.goldcar.es
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Wright136's review of GoldCar Rental - www.goldcar.es

“Terrible Customer Service ”

★☆☆☆☆

written by Wright136 on 26/03/2017

I rented a car in Lanzarote through Goldcar for 2 weeks in March 2017, the staff were all very rude and unprofessional. To start with there was a long wait to get served at the Goldcar desk as Lanzarote airport. Prior to collecting the car I took out separate excess insurance as I knew I would be overcharged if I took out this cover through Goldcar. As I expected I was offered excess cover through Goldcar at an eye watering £250, when I advised I didn't require the extra cover the member of staff starting to get abrupt with me. They advised that the cover I had was not adequate (they had not been shown the cover I had taken out so not sure how they made this assumption, I had already made sure the cover I took out was adequate) when I continued to decline the cover they started to come across as angry with me as well as continuing to try and mis-sell their excess cover.

I wonder how many people have been mis sold this cover when they already had adequate cover in place!

  • march 2017

    Date of hire (month/year)

  • Lanzarote

    Country & City of hire

  • Good

    Condition of vehicle

  • Good

    Choice of vehicles

  • Customer Service

Goldcarrental's Comment

Written on: 27/03/2017

Dear customer,

Thanks for your comment.

We're trying to improve our services and your opinion is essential to do so.
On the issue you described, you have to know that our policy contemplates the requirement to leave a deposit in order to pick the car and start using our services. However, we always offer additional cover (Super Relax Cover), because it already includes an excess and it exempts you of this requirement. If customers have third party coverage, they can request a refund from them in case of damages, but our additional coverage is always offered as an alternative to blocking a deposit on a credit card.

We understand that you booked a third party's coverage from home.
However, I'd like to explain you how our coverage policy works. We always make the customer choose from two different options: you can purchase our additional coverage or you can leave a deposit in which you'll be liable of any damage made to the car, as our agent explained you at the counter. However, as you did not ask expressly to block a deposit on your cc, we had no option but to charge you our additional coverage.
We are aware that third parties offer customers their own coverage, as in your case, but it should be explained that this coverage is only applied when a charge is debited from the deposit left by the customer to the rent-a-car company - this is how the third party's coverage policy works. As you didn’t leave deposit you’ll have to contact with your broker in order to ask them for a refund of this coverage you ended not using, because we're not aware of the conditions of the third party's coverage refund.

Please note that our additional coverage is a non-refundable service, as you did accept it and consumed it already, we cannot do any refunds now.
I hope this information helped you clear your concerns.

Kind regards.
Victoria R.
Goldcar Representative.

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Guest10107's Comment

Written on: 28/03/2017

Thank you for your response, however I am confused by your comments.

I did not take out your additional excess cover as explained in my original post. My issue is that your agent told lies to try and pressure me into taking out the extra cover and their attitude towards me for not taking up this cover.

However I am concerned with your response on what my position would be if I had taken out this cover. Please can you confirm if the excess cover you provide is regulated by the Dirección General de Seguros y Fondos de Pensiones?

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Jaded67's Comment

Written on: 15/04/2017

We had the same hideous experience today. We had bought separate cover. They wouldn't accept it. Tried to charge 160 euros. Wouldn't accept my wife's credit card. Swore at us. Incredibly aggressive. We walked away and took a taxi. We booked through doyouSpain we will never use Goldcar or doyouspain again.

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Tom1982's Comment

Written on: 02/05/2017

I had the same, they charged me for cover though I told them I did not want it, a complete joke of a company, it is now in the hands of credit card company

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Tom1982's Comment

Written on: 02/05/2017

I had the same, they charged me for cover though I told them I did not want it, a complete joke of a company, it is now in the hands of credit card company

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